Patient Services Manager - Partners in Health

• The supervision and efficiency of the reception team/function across both sites
• Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way
• Undertake a variety of administrative duties to assist in the smooth running of the Practice
• Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies

• Supervision of the reception team and function as a whole
• Training of new reception team members in line with departmental/Practice policies and procedures, ensuring staff are comfortable and signed off to the appropriate level.
• Monitoring the Practice appointments system and bookings with appropriate training feedback to staff including, managaging the practice DNA rates.
• Monitoring Reception workload (including Tasks) and feeding back to senior management should the workload exceed safe levels.
• Providing support with planning and implementation of the departmental staff rota
• Attend Practice meetings where required
• Any other reasonable duties as necessary
• Reviewing 1:1s with all the Reception team.
• Ensuring appraisals are completed in a time orderly manner

• Opening up/locking-up of Practice premises and maintaining security in accordance with Practice protocols
• Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional
• Taking messages and passing on information
• Filing and retrieving paperwork
• Support with the management of online complaints relating to reception
• Computer data entry/data allocation and collation; processing and recording information in accordance with Practice procedures
• Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers via telephone calls, emails, website and text messaging systems
• Providing clerical assistance to Practice staff as required from time to time, including word/data processing, filing, photocopying and scanning
• Ambulance transport bookings
• Deal with general enquiries and complaints

• Frequent, prolonged VDU use
• Time-pressured environment
• High levels of accuracy and attention to

• Exposure to distressing situations and

• Variable working hours by rota in some

• Requirement to wear uniform in some

• Ensure outstanding queries are explained and handed over to next shift, as necessary
• Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter

Essential

• Work in a receptionist role
• Broad knowledge of General Practice

Desirable

• Experience of managing a team

Essential

• Disclosure Barring Service (DBS) check

Desirable

• Evidence of continuing professional development

Essential

• Clear, polite telephone manner
• Polite and confident
• Flexible and cooperative
• Motivated
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure

Desirable

• GCSE grade 4/C or above in maths & English, or equivalent (if candidate does not hold these qualifications or a recognised equivalent, competency testing may be required)

Essential

• Excellent communication skills (written and oral)
• Able to manage team members effectively
• Competent in use of SystmOne
• Competent in the use of Office and Outlook
• Ability to follow policy and procedure
• Effective time management
• Ability to work as a team member and autonomously
• Good interpersonal skills